Case Study: Paraco Gas reduces call handle time 8% with Guru
Key results
The challenge
Paraco Gas customer service agents struggled to access critical information quickly, with important updates scattered across emails and multiple tools, resulting in long holds and reliance on outdated data.
The solution
Paraco Gas centralized knowledge in Guru using Knowledge Cards, a Microsoft OneDrive integration, and Announcements to push real-time updates to the team.
“We've cut handle times by 30 seconds—something I didn't think was possible. Guru helped us achieve that by giving agents what they need when they need it.”
DGDaniel GuglielmoSenior Manager of Workforce Management
The results, in context
Paraco Gas reported reducing average handle time by 8%, from over six minutes to under five minutes and 30 seconds, and cutting time to first response by 10 seconds during a two-week test, alongside faster onboarding and better training assessment scores for new hires.